Sears Complaint

Sears Home Improvement - Quartz Kitchen Countertop

I have been trying to work with Sears for 6 months on an issue with a quartz countertop that I was sold for a kitchen improvement a couple of years ago. I discovered a crack in the counter quite by accident since the counter's design is such that you cannot even see the crack. It wasn't until I used a raised electric skillet directly over the crack that it showed itself. The crack has obviously been there the whole time (confirmed by a friend who knows construction), just not visible. When I was sold this improvement, I was told that quartz was better then granite, heat resistant, you can cut on it, etc. All I got from Sears was the usual being passed around from one person to another and even to the contractor who would do nothing but say it was my fault as apparently quartz will crack when there is heat. Why on earth would I agree to install an expensive countertop that cannot stand the heat of a kitchen? I have used the electric skillet on other parts of the counter with no cracks popping up. And actually, I didn%u2019t even want a fancy countertop but rather wanted to look at newer vinyl or corian, and when I asked for a price breakdown the salesman wouldn%u2019t give it to me that. That is my fault for not being stronger; however, I feel much duped and even violated, taken serious advantage of. I have a 15 year warranty on this counter and told it is no good by the contractor who installed it. Sears will not acknowledge my complaint even after a couple of managers (Bill Hatch and Russ in Colorado) have been told of my plight. After going through the past 6 months of trying to get some kind of help, losing sleep over making such a huge mistake as going to Sears for home improvement, I have come to the conclusion that Sears will not take any accountability. I grew up with Sears and foolishly thought this was a company that was reliable and really did care about customer service. I hate to wish any company ill for the sake of the employees, but I cannot help but believe that of all companies that should fold, Sears should probably go out of business. I recently read an article that stated Sears was the 2nd worse company in customer satisfaction. How sad to see an old company I thought to be devoted to customers actually is anything but. I will never go to Sears again for anything and will be one of the people that steers others away from Sears.

Comments

I'm sorry for any inconvenience and frustration you’ve encountered with your counter top. My name is Brian H. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (dakratky) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we've caused and we hope to speak with you soon.

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